CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. The 8 skills required by any CX team are: Strategy. Customer Insights/Measurement/Analytics.

CX 307

CX Customer Journey Map CX Transformation Government 307

Execs In The Know

MARCH 14, 2022

But in the last few years, this transformation has become much more focused on specific aspects of the business. These main areas include technology integrations, operational efficiencies, workforce optimizations and customer experience. Why is customer experience (CX) a critical piece of digital transformation?

CX Transformation 122

CX Transformation CX Contact Center Start-ups 122

ECXO

APRIL 5, 2021

Alan, what is your take on a big CX Transformation Programme as a Strategy? When I was asked to share my views on this topic it felt familiar, I have been asked this before by clients and prospects, by CX Practitioners and CEO’s and my answer is always the same. It doesn’t work!! Image Headway, Unsplash.

CX Transformation 156

CX Transformation CX Start-ups B2B 156

Execs In The Know

MARCH 31, 2025

Here’s the story of how Spirit Airlines harnessed AI to enhance its customer experience, streamline operations, and scale its businessall while maintaining a strong focus on guest satisfaction. Their mission was clear: improve the guest experience, grow ancillary revenue, and lower the cost per customer interaction.

AI 78

AI Customer Experience Net Promoter Score Legal 78

Customer Think

JUNE 21, 2023

A NEW MINDSET AND A NEW WAY OF OPERATING Leading a customer-experience (CX) transformation requires a new mindset and a new way of operating. As a CX leader, you face the challenge of driving change across every function in the organization.

CX Transformation 96

CX Transformation CX Customer Experience 96

Customer Think

JULY 21, 2021

Businesses now realize the need for a customer-centric approach to transforming their customer experience (CX). But, there are challenges too.

CX Transformation 141

CX Transformation CX AI Technology 141

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world.

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. So, what is actually happening to B2B customer experiences? Does it sound familiar?

B2B 113

B2B CEM B2C Customer Experience 113

Futurelab

MARCH 20, 2022

Their findings are presented in The 2022 State of CX Report. As part of The 2022 State of CX Report, GetFeedback dove into how the CX profession is shaping up regarding compensation, reporting and team structures, skill sets, challenges, and more. Still, the largest chunk (20%) sit in Information Technology (IT). Be wary of it.

CX 130

CX CX Transformation Government Start-ups 130

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Experience Investigators

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Knowing the corporate sandbox you’re involved in transforming. Attitude Shift Required for CX Transformation. Agree and gain alignment on the customer journey. Market hope.

CX Transformation 54

CX Transformation CX Engineering Voice of the Customer 54

Lumoa

MAY 21, 2018

Who in an organization should own the customer experience? The truth is, large part of the organization does indeed influence customer experience. Most of the functions in an organization have something to do in improving the customer experience. Organizational roles in customer experience management.

Customer Experience 122

Customer Experience Invoicing Finance Net Promoter Score 122

Doing CX Right

DECEMBER 13, 2024

Learn how to defy gravity by challenging norms, embracing change, and inspiring bold leadership to achieve customer experience (CX) success The post Defying Gravity: Leadership and CX Transformation Lessons Inspired by ‘Wicked’ appeared first on Doing CX Right.

CX Transformation 52

CX Transformation CX Customer Experience 52

Sprinklr

JULY 21, 2021

They’re among the most important safety features of our cars, and they’re ripe for CX transformation. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. Because so much is riding on your tires.

CXM 98

CXM Customer Experience CX Transformation CX 98

Zendesk

FEBRUARY 25, 2021

Two-thirds of decision-makers say investing in customer experience will increase revenue, but how do IT leaders like yourself determine the key areas of focus? In a report from Forrester, The ROI of CX Transformation, you’ll learn fresh ideas and best practices around how to increase revenue and reduce costs to serve customers.

CX Transformation 52

CX Transformation CX Technology Technology 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

ECXO

MAY 11, 2023

Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your business. In other words, they are truly customer-centric. Businesses with a customer focus are relentless in finding new ways to create value. They know that CX maturity is not an end game.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

CX Journey

JANUARY 24, 2017

Image courtesy of GMC Software We can all use a little help when it comes to customer experience transformation initiatives. And that's the reason GMC Software is planning for an exciting virtual event on February 7, 2017, dubbed CX Transformation Day. The event begins at 9am ET and runs through 2pm ET.

CX Transformation 46

CX Transformation CX Innovation Customer Experience 46

Customer Bliss

DECEMBER 6, 2018

In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. Alvin Stokes, SVP of CX @CWC_tweets Click To Tweet. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

CX Transformation 72

CX Transformation CX NPS Entertainment 72

Execs In The Know

MARCH 10, 2025

The energy at the Customer Response Summit (CRS) in Clearwater Beach, FL, was unmistakable. Customer experience (CX) leaders werent just there to listen; they were there to tackle evolving CX together. Leaders walked into sessions with big questions: How do we ensure AI doesnt erode customer trust?

CX 94

CX AI CX Transformation Artificial Intelligence 94

1 to 1

APRIL 10, 2025

Posted as part of a partnership with the European Customer Experience Organization (ECXO) and Ricardo Saltz Gulko. Read full version here: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization.

B2B 26

B2B CX CX Transformation Net Promoter Score 26

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale. Delivering superior CX (speed, accurate authentication; engaging with virtual assistants).

Contact Center 130

Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

CX Journey

OCTOBER 21, 2014

Image courtesy of Todd Quakenbush/Unsplash What tools can you use to facilitate employee buy-in for your customer experience improvement efforts? A couple weeks ago, I hosted a webinar with ZenDesk on the seven steps to customer experience heaven. Provide a clear line of sight for employees to the target: customers.

CX Transformation 64

CX Transformation CX Customer Journey Map Customer Experience 64

Astute

DECEMBER 2, 2020

With CX now a key differentiator between brands, what role do Chief Marketing Officers play in helping their brand meet or exceed ever-growing customer expectations? The post How is CX Transforming the Role of Chief Marketing Officer? appeared first on Astute.

CX Transformation 52

CX Transformation CX Customer Expectations Customer Experience 52

Confirmit

DECEMBER 12, 2018

A couple of weeks back, we headed to sunny Stockholm to chat all things Customer Experience alongside other CX aficionados at the CX Transformation: Nordics event. The event brought together speakers from the likes of Sky, Uber and of course Confirmit, to discuss the transforming CX horizon.

CX Transformation 49

CX Transformation Technology Technology CX 49

Lumoa

MAY 19, 2020

There are a lot of stats that showcase how critical a customer experience program is to any business’ success. Some experts feel that companies stand to lose upwards of $75 billion if they don’t deliver a best-in-class experience. Choosing the right CX vendors is a challenge because there are so many options on the market.

CX 97

CX CX Transformation Customer Experience Start-ups 97

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Customer Bliss

MAY 17, 2016

THE WORLD’S LARGEST CUSTOMER EXPERIENCE EVENT IS BACK. Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. Around 2011-2012, Audi began to focus much more a customer-centric approach.

CX Transformation 32

CX Transformation CX Actionable Insights B2C 32

CX Journey

JUNE 5, 2019

The good news is that you've embarked on a customer experience transformation journey. A lot of companies are, or claim to be, working to improve the customer experience, with little or no visible evidence. Companies are still treating customers poorly. And customers are still complaining.

CX Transformation 54

CX Transformation CX Start-ups Sales 54

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Customer Experience Leadership Means Being a Team Player.

CX Transformation 51

CX Transformation E-commerce CX Data Mining 51

CX Journey

FEBRUARY 12, 2015

Before continuing, first quickly re-read the above, changing your context from personal to customer experiences. Then, having done that, let’s turn back to address the three questions posed from a CX perspective… 1. Simply put, your customer experience doesn''t exist in a vacuum. How can it NOT be about me?

Gaming 68

Gaming CX CX Transformation NPS 68

Customer Bliss

APRIL 12, 2019

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. What is customer commitment?

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Customers That Stick

NOVEMBER 10, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Omnipresent Customer. The Month in Customer Service Blogging. VOLUME 36: October 2014. ” Plus a great way to act on it.

Omnichannel 147

Omnichannel Construction CX Transformation Customer Service 147

Customer Bliss

DECEMBER 21, 2017

Over the many years that I’ve spent doing customer experience work, every leader I’ve worked with has asked for explicit actions that they can take to show their commitment to CX transformation. Guess what? Click here« for free and instant access to more simple steps!

Customer Experience 66

Customer Experience CX Transformation Start-ups CX 66

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

CX 89

CX CX Transformation Government Management Consulting 89

SurveySensum

SEPTEMBER 14, 2020

Digital customer experience is the new battleground. . The companies that are winning the digitalization race are acquiring more customers and making more money! Due to the COVID outbreak, digital transformation that was forecasted to happen in the next 5 years took place in just one, says Freshworks. .

Customer Experience 59

Customer Experience Social Media Sentiment Analysis CX Transformation 59